Support IT Engineer

My IT Crew

Support Escalation Engineer at My IT Crew ensuring clients' technology runs flawlessly. Troubleshooting and managing client communications with a focus on exceptional service in a remote environment.

Posted 6/11/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSenior💰 $10 - $12 per hourWebsite

Tech Stack

Tools & technologies

DNSFirewalls

About the role

Key responsibilities & impact

Become the go-to expert for our clients, masterfully troubleshooting Windows devices and Microsoft 365.
Own client communication, building rapport, and managing expectations.
Manage your ticket queue with precision, prioritizing effectively and handling warm transfer escalations.
Contribute to a knowledge base, creating and refining documentation.
Act as a liaison between clients and vendors, driving incident resolution.
Collaborate across the team in weekly meetings and trainings, helping drive the company forward.
Uphold accountability, proactive service, and stellar customer support.

Requirements

What you’ll need

Hands-on expertise in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.
Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP.
Demonstrated knowledge of advanced networking principles and the ability to troubleshoot firewalls, switches, and Wi-Fi.
A passion for excellent customer service and a proven ability to build trust and defuse tough situations.
A track record of creating heavy internal documentation that helps your teammates grow and learn.
Experience with Remote Access Solutions like Remote Desktop and RemoteApps.
An eagerness to learn and a collaborative spirit.

Benefits

Comp & perks

A culture where you are more than a number.
Access to world-class tools and documentation that's actually useful.
Real opportunities for growth through team-led training.
A company that rewards initiative, values growth, and supports your professional journey.
A team that listens, learns, and collaborates to win together.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingconfiguringmanagingWindows ServerActive DirectoryGroup PoliciesMicrosoft 365Hyper-VDNSDHCP

Soft Skills

client communicationbuilding rapportmanaging expectationsaccountabilityproactive servicecustomer supportcollaborative spirittrust buildingdefusing tough situationsdocumentation creation